Command Centre Operator - (635) at BankservAfrica

Your key responsibilities include:

• BankservAfrica’ s payment clearing services enable the smooth, efficient processing and settlement of millions of interbank transactions daily, across the digital, retail, financial, bulk-clearing in South Africa which extends to the SADC region. 

Command Centre operators perform these specialized tasks daily. 

• Command Centre operators perform Start of Day procedures on backend systems as per run instructions.
• Command Centre operators perform Back-end and Front-End Delivery Clean-up and ensure all Core processes are set to an Active state 
• Ensure all Applications are in running mode. 
• During processing ensure that all jobs executed complete successfully 
• Ensure processing of inward and outward batch files across all production services.
• During processing confirm that all End of Day processes complete successfully.
• Execute daily backups. 
• During processing ensure that all Settlement notification messages are submitted to SARB/SAMOS for settlement and acknowledgement messages are received back on the day.

Service Monitored by the Command Centre Operations include. 

• All payment stream Batch Services
• EFT – Electronic Funds Transfer,
• Integrated Cash Management Service (ICMS) and National Cash Management Service (NCMS)  , 
• Dual Message Clearing & Settlement, (DMC&S)
• Authenticated Collections (AC) / Mandates 
• Account Verification Service (AVS)
• Realtime Clearing (RTC) 
• ATM and POS SMS
• Transactions Cleared on Immediate Basis (TCIB)

Realtime Services:

• ATM SMS, POS SMS, RTC, AVS, 3D Secure, MasterCard, UPI, AC Real-time, PayShap & Craft
• Fraud Intelligence (FI)

Settlement Services

• Settlement notification messages for Samos, RTGS and Swift application monitoring. Including Settlement message partners .

Network 

• Intermapper and Managed Network Services (MNS)

File Delivery Monitoring

• Command Centre Operators fulfil a critical role in Problem resolution. 
• Their responsibilities include following up on Rejected files, Duplicate file checking, Incorrect File Structure, File/s acknowledgement not received from bank/s. Third Party Payment System Operators Direct submission user. 
• Contacting bank/s that performs below the required success threshold for online transactions. Updating of user profile e.g., Limits / Nominated details / Generation numbers 24 x 7.
• Proactive monitoring, identification, and timeous escalation to ensure resolution of problems occurring in the operational environment to minimize or eliminate the impact on processing and Service Levels. 

Escalation and Communication and reporting responsibilities.

• Ensure timeous and accurate logging of Incidents and RFS when they occur (as per SLA). RFS to be managed until closure. 
• Report and escalate any alerts or anomalies detected by the monitoring and processing of services on the Inter Observability Platform. (IOP)
• Report any end user technology /equipment malfunction to IT Support 
• Timeous and accurate Customer communications (Within SLA) to Management/Internal stakeholders. 
• Ensure group emails are monitored; customer queries are responded to within SLA. 
• Proactively identify system / processing issues through effective monitoring, escalate any abnormalities to the correct internal support, business Units and external clients as per escalation procedure “SMS and E-Mail” notifications 
• Deliver on Corporate score card and Business Unit goals. 
• Ensure that all automated Jira Service Management tasks are completed, hand over documents, are updated and signed off daily. Anomalies to be carried to the next shift and managed until resolved.

Command Centre Operators: Compliance and Risk

• Operate as per standard operating procedures.
• Deliver on internal and external stakeholder requirements/ SLAs.
• Manage and maintain good stakeholder relationships.
• Comply with relevant policies & procedures, regulation, and legislation.
• Ensure all policies and procedures are read, understood, and acknowledged. 
• Identify and escalate risks appropriately. 
• Assist fellow team members to ensure understanding of required deliverables 
• Contribute to the development of a positive team culture.

QUALIFICATIONS / KNOWLEDGE

• Matric 
• Proficient in MSOffice
• CompTIA A+ Certification 
• CompTIA Network + Certification 
• Basic knowledge of executing Linux commands
• AWS Technical Essential Certification advantageous 
• Knowledge of core AWS services 
• Monitoring operating systems to ensure, processing, availability, capacity, and performance levels are met as per agreed service levels.

EXPERIENCE

• Experience with monitoring solutions such as CloudWatch, Prometheus, Grafana will be advantageous.
• Strong experience in customer engagement 
• Good communication skills, both written and verbal
• 5 to 10 years’ experience in payments or Fintech domain and understanding of the payment process flows (Understanding of BankservAfrica systems and processes an advantage)
• Experience working a 24 x 7 shift on a rotational basis 
• Working in the Payment Industry is advantageous.